Luggage Nest — Terms and Conditions

1. Introduction and Acceptance of These Terms

These Terms and Conditions govern access to and use of the Luggage Nest website, platform and related services.

Luggage Nest is a trading name of Panda Raid LLC, a limited liability company organised under the laws of Texas, United States. Its formation is a matter of public record with the Texas Secretary of State. Its registered address is 7345 West Sand Lake Road, STE 210 OFFICE 9170 Orlando, FL 32819, United States.

In these Terms, “Luggage Nest”, “we”, “us” and “our” refer to Panda Raid LLC operating under the Luggage Nest brand. “Customer”, “you” and “your” refer to any person who accesses the platform, makes a booking or uses our services.

By accessing the platform or completing a booking, you acknowledge that you have read and understood these Terms and agree to be bound by them. If you do not agree, you must not use the platform.

These Terms should be read together with our Privacy Policy and any additional terms expressly presented to you during the booking process.

2. Definitions

For the purposes of these Terms:

• Booking: A reservation made through the Luggage Nest platform for luggage storage at a selected location.
• Customer: A person making or using a Booking.
• Storage Location: A third-party business or establishment listed on the platform that provides the physical luggage storage service.
• Storage Partner: The business operating a Storage Location and physically receiving, holding and returning luggage.
• Storage Service: The physical storage service provided by the Storage Partner.
• Service Fee: The additional fee charged by Luggage Nest for its platform services, customer support and participation in the Luggage Nest Protection Program, subject to these Terms.
• Luggage Nest Protection Program: The contractual program under which Luggage Nest assesses eligible claims for loss of or damage to luggage, subject to the applicable requirements, exclusions and limits.
• Booking Confirmation: The confirmation issued after a Booking has been successfully completed.
• Applicable Law: The laws and regulations that apply to the relevant service, transaction and parties.

3. Role of Luggage Nest

3.1 Intermediary platform

Luggage Nest operates an intermediary platform that connects customers seeking luggage storage with independent Storage Partners offering storage facilities.

Unless expressly stated otherwise, Luggage Nest does not own, operate or physically manage the Storage Locations and does not personally receive, handle, hold or return customers’ luggage.

The physical Storage Service is provided by the relevant Storage Partner. The Storage Partner is responsible for the actual receipt, custody, safekeeping and return of luggage at its premises.

3.2 Separate responsibilities

Luggage Nest is responsible for the platform services it provides, including processing bookings through the platform, communicating booking information, collecting applicable payments where supported by the payment arrangement, providing customer support and administering the Luggage Nest Protection Program in accordance with these Terms.

The Storage Partner is responsible for performing the physical Storage Service and complying with the obligations applicable to its business.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, or removes any responsibility that applicable law places on Luggage Nest or a Storage Partner.

3.3 Information about Storage Locations

Luggage Nest endeavours to display relevant information about Storage Locations, including their addresses, opening hours, prices, available capacity and applicable restrictions.

Some information is supplied by Storage Partners. Customers should review the information displayed before booking.

If a material discrepancy, closure or operational issue affects a Booking, customers should contact Luggage Nest through the support channels provided on the platform.

3.4 No agency or employment relationship

Unless expressly agreed otherwise in writing, Storage Partners operate as independent businesses. Nothing in these Terms creates an employment relationship, partnership, joint venture or general agency relationship between Luggage Nest and a Storage Partner.

4. Eligibility and Permitted Use

You may use the platform only if you are legally capable of entering into a binding agreement under the laws applicable to you.

You agree to use the platform lawfully and only for its intended purpose.

You must not:

• Provide false, misleading or incomplete information when making a Booking.
• Use the platform to store illegal, dangerous or prohibited items.
• Attempt to interfere with the platform's security, availability or proper operation.
• Use another person's payment details without authorisation.
• Engage in fraudulent activity or attempt to obtain compensation through false or misleading claims.
• Use the platform in a way that infringes the rights of Luggage Nest, a Storage Partner or another person.

We may take proportionate action where we reasonably suspect fraud, unlawful activity, misuse of the platform or a material breach of these Terms, subject to applicable law.

5. Bookings and Storage Services

5.1 Making a Booking

To make a Booking, you must select an available Storage Location, provide the required information, select the relevant date and time and complete the payment process.

Before payment, you will be shown the applicable price and any relevant booking conditions, including the Service Fee.

You are responsible for checking that the selected Storage Location, booking dates, operating hours and luggage requirements meet your needs.

5.2 Booking confirmation

A Booking is confirmed when the platform or its payment and booking systems issue a Booking Confirmation indicating that the reservation has been successfully completed.

A payment authorisation or pending transaction alone does not necessarily constitute confirmation.

You should retain your Booking Confirmation and any booking reference or access instructions supplied to you.

5.3 Changes to a Booking

Changes to the date, time, Storage Location or number of bags are subject to availability and the modification options made available through the platform.

A change may affect the total price. Any additional amount payable must be disclosed before you confirm the change.

If the requested modification cannot be accommodated, the cancellation terms in Section 8 apply, together with any additional rights provided by applicable law.

5.4 Arrival and check-in

You must arrive within the applicable operating hours and follow the check-in instructions supplied with your Booking Confirmation.

You may be required to present your Booking Confirmation or booking reference and provide information reasonably necessary to identify your reservation.

You must ensure that the luggage you present corresponds to your Booking and complies with the restrictions communicated by the Storage Partner.

5.5 Collection of luggage

You must collect your luggage within the applicable collection period and operating hours.

If you anticipate arriving after the scheduled collection time, you should contact the Storage Partner or Luggage Nest as soon as possible.

Additional charges, extended storage arrangements or other consequences of late collection must be communicated in advance where reasonably practicable and must comply with applicable law.

6. Customer Responsibilities and Prohibited Items

You are responsible for ensuring that your luggage and its contents comply with applicable law and the restrictions communicated during the Booking process.

Unless the relevant Storage Location expressly permits an item and applicable law allows it, you must not submit luggage containing:

• Illegal goods or substances.
• Explosives, weapons, ammunition or other dangerous items.
• Flammable, corrosive, toxic or otherwise hazardous materials.
• Perishable goods or items likely to leak, spoil or cause damage.
• Live animals.
• Cash, jewelry, electronic devices or other valuables if the Storage Location prohibits them or if you intend to rely on the Luggage Nest Protection Program for their loss or damage, as these items are excluded from that program.
• Any other item prohibited by the Storage Partner, the platform's booking conditions or applicable law.

You must not submit luggage that is inadequately packed, unsafe to handle or likely to cause injury or damage.

You must disclose any relevant information about your luggage when requested during the Booking process.

Luggage Nest and the Storage Partner may refuse an item where there are reasonable grounds to believe that it is prohibited, dangerous, unlawful or materially inconsistent with the Booking. Any cancellation or refund resulting from such refusal will be handled in accordance with applicable law and the circumstances of the case.

7. Prices, Service Fees and Payments

7.1 Prices

The price payable for a Booking is displayed before payment. It may include the Storage Service price, the Service Fee and any other applicable charge disclosed during checkout.

The currency, taxes and total amount payable will be shown before you confirm your payment, to the extent required by applicable law.

7.2 Service Fee

Luggage Nest charges a Service Fee for its platform services, customer support and participation in the Luggage Nest Protection Program.

The Service Fee is disclosed before payment. By completing the Booking, you agree to pay the displayed total, subject to the cancellation and refund provisions of these Terms.

Payment of the Service Fee does not guarantee that a claim will be approved or that compensation will be paid.

7.3 Payment processing

Payments may be processed by third-party payment service providers. Their technical processing terms may apply to the payment transaction.

You must provide valid payment information and be authorised to use the selected payment method.

Luggage Nest does not store or control all payment information processed directly by third-party payment providers. The processing of personal and payment data is further described in the Privacy Policy.

7.4 Payment failures and duplicate charges

If a payment fails, the Booking may not be confirmed. You should verify the Booking status before attempting another payment.

If you believe that you have been charged twice or charged incorrectly, contact Luggage Nest with your Booking Confirmation and relevant transaction details so that the issue can be investigated.

7.5 Refund processing

Approved refunds will generally be returned through the original payment method. The time required for the refund to appear in your account may depend on the payment provider or financial institution.

8. Cancellations and Refunds

8.1 Customer cancellations

You may cancel a Booking through the cancellation functionality made available on the platform or by contacting Luggage Nest where necessary.

If you cancel more than one hour before the scheduled start of the Storage Service, you are entitled to a full refund of the amount paid for the Booking, including the Service Fee.

If you cancel one hour or less before the scheduled start time, the Booking is not eligible for a refund under this policy, unless applicable law requires otherwise.

The relevant cancellation time is determined by reference to the scheduled local start time of the Storage Service and the timestamp at which the cancellation is recorded by the platform or communicated through an accepted support channel.

8.2 Cancellation by a Storage Partner

If a Storage Partner cannot honour a confirmed Booking, Luggage Nest will use reasonable efforts to notify you and, where practicable, help identify an alternative Storage Location.

If the confirmed Storage Service cannot be provided and no acceptable alternative is arranged, you will be entitled to a refund of the amount paid for the affected Booking, subject to any additional rights provided by applicable law.

8.3 Platform or operational errors

If a Booking cannot be fulfilled because of a material platform error, incorrect availability information or another issue attributable to the booking process, Luggage Nest will investigate and provide an appropriate remedy in accordance with these Terms and applicable law.

8.4 Refunds required by law

Nothing in this Section removes any mandatory cancellation, refund or other consumer rights applicable to the Booking.

9. Luggage Nest Protection Program

9.1 Purpose of the program

The Luggage Nest Protection Program is a contractual program administered by Luggage Nest for assessing claims involving the loss of or damage to luggage during a booked Storage Service.

The program is subject to the requirements, limitations and exclusions set out in this Section.

Its legal classification must be determined by reference to its actual operation and the laws applicable to the relevant market. Nothing in these Terms should be interpreted as a substitute for any authorisation, registration, insurance arrangement or disclosure required by law.

9.2 Maximum amount

The maximum amount that may be awarded under the program is USD 10,000, EUR 10,000 or GBP 10,000 per Booking, according to the currency displayed at checkout.

This is the maximum aggregate limit for the entire Booking, regardless of the number of bags included. It is not a separate limit for each bag.

The applicable maximum is a cap, not a guaranteed payment or an agreed valuation of the luggage or its contents.

9.3 Assessment of claims

Each claim will be assessed individually, based on the available evidence, the circumstances of the incident and the requirements of this program.

Luggage Nest will determine whether a claim qualifies for compensation and, if so, the amount payable, up to the applicable maximum.

The assessment may consider:

• Whether the incident occurred during the booked Storage Service.
• Whether the luggage was accepted by the Storage Partner.
• The nature and extent of the loss or damage.
• The evidence provided by the customer and, where relevant, the Storage Partner.
• The value of the affected luggage or eligible contents, where reasonably established.
• Whether any exclusion or eligibility requirement applies.
• Whether the customer has complied with the claim notification and evidence requirements.

A claim may be rejected or compensation reduced where the evidence does not reasonably establish an eligible loss, an exclusion applies, or the customer's failure to meet a material requirement prevents a fair assessment.

Decisions will be made in good faith and in accordance with these Terms and applicable law. Luggage Nest will communicate the outcome and provide an explanation of its decision.

9.4 Notification deadline

The customer must notify Luggage Nest of a claim within 24 hours of discovering, or reasonably becoming aware of, the loss or damage.

If luggage is missing when the customer arrives to collect it, the customer must notify Luggage Nest as soon as the absence is discovered.

The notification must be sent by email to support@lugginest.com. That address is the claims channel. It is also linked from Contact in the footer. The customer should keep a copy of the email.

9.5 Check-in photograph

The customer must provide a photograph of the luggage taken at check-in, when the luggage is handed over for storage.

The photograph must be captured and submitted or retained in accordance with the instructions supplied during the Booking process.

The photograph is intended to help establish the condition and identity of the luggage at the beginning of the Storage Service. It does not, by itself, guarantee approval of a claim.

9.6 Additional evidence

Luggage Nest may request information reasonably necessary to assess a claim, including:

• The Booking Confirmation and booking reference.
• A description of the incident and when it was discovered.
• Photographs of the luggage and any damage.
• Evidence of the value of the affected luggage or eligible contents, where applicable.
• Relevant communications with the Storage Partner.
• Other information reasonably necessary to verify the circumstances of the claim.

Customers must provide accurate information and must not submit fraudulent, altered or misleading evidence.

9.7 Excluded items

The program does not cover loss of or damage to:

• Electronic devices and electronic equipment.
• Cash and physical currency.
• Jewelry.

These exclusions apply whether the items are carried separately or stored inside a bag.

The exclusions in this Section apply to the Luggage Nest Protection Program. They do not, by themselves, determine the liability of a Storage Partner or any other party under applicable law.

9.8 No automatic compensation

Payment of the Service Fee does not create an entitlement to automatic compensation.

A claim must meet the applicable requirements and must be assessed under this Section. The maximum amount stated above does not imply that every eligible claim will be paid at that amount.

9.9 Customer cooperation

Customers must cooperate reasonably with the assessment of their claims and must not knowingly provide false information or attempt to obtain duplicate compensation for the same loss.

If a claim contains materially false information or evidence of fraud, Luggage Nest may reject it, subject to applicable law.

9.10 Nature of the program

The Luggage Nest Protection Program is described in these Terms as a contractual protection and claims-assessment program. Its regulatory classification, including whether any insurance-related rules apply, depends on its actual structure and applicable law.

No wording in these Terms removes any legal obligations that apply to Luggage Nest or any other party.

10. Customer Support and Incident Handling

Customers may email support@lugginest.com for assistance with bookings, Storage Locations, cancellations, payment issues and incidents. The same address is the claims channel in Section 9.4.

When a customer reports an incident involving luggage, Luggage Nest may:

• Record the incident and request relevant information.
• Contact the Storage Partner to obtain its account of the incident.
• Facilitate communication between the customer and the Storage Partner.
• Explain the applicable booking and claims procedures.
• Assess a claim submitted under the Luggage Nest Protection Program.

Luggage Nest's support role does not mean that it physically holds the luggage or directly controls the Storage Partner's premises.

Where a matter concerns the physical receipt, custody or return of luggage, the Storage Partner may need to provide information or take action.

Luggage Nest will use reasonable efforts to assist customers within the scope of its role. The availability of support does not guarantee that an incident will be resolved in a particular way or that a claim will result in compensation.

11. Responsibilities of Storage Partners

Storage Partners are independent businesses responsible for providing the physical Storage Service at their respective locations.

Their responsibilities include, as applicable:

• Providing accurate information about their address, opening hours, capacity and storage conditions.
• Honouring confirmed Bookings accepted through the platform.
• Receiving and returning luggage in accordance with the Booking.
• Maintaining appropriate procedures for identifying bookings and matching luggage to customers.
• Taking reasonable measures to protect luggage while it is in their custody.
• Complying with applicable laws and business requirements.
• Informing Luggage Nest promptly of incidents, closures or other issues affecting confirmed Bookings.
• Cooperating reasonably with investigations into reported incidents.

These responsibilities describe the operational expectations associated with the Storage Service. The precise contractual obligations of each Storage Partner may also be governed by a separate agreement with Luggage Nest.

Nothing in these Terms guarantees that every Storage Partner will perform without error or removes any legal rights a customer may have against the relevant party.

12. Availability and Changes to the Platform

Luggage Nest endeavours to keep the platform available and booking information accurate. However, the platform may occasionally be unavailable due to maintenance, technical issues, third-party service interruptions or circumstances beyond our reasonable control.

We may update, modify or discontinue platform features where reasonably necessary for operational, technical, security, legal or commercial reasons.

Where a change materially affects an existing confirmed Booking, Luggage Nest will use reasonable efforts to communicate relevant information and provide an appropriate remedy where required by these Terms or applicable law.

13. Intellectual Property

Unless otherwise stated, the Luggage Nest name, branding, platform design, text, graphics, software and other platform content are owned by or licensed to Panda Raid LLC.

You may use the platform for personal, lawful purposes in accordance with these Terms.

You must not copy, reproduce, distribute, modify, reverse engineer or commercially exploit platform content or technology except where permitted by law or expressly authorised in writing.

The names, logos and other materials of Storage Partners remain the property of their respective owners.

14. Privacy and Personal Data

Luggage Nest processes personal data as described in its Privacy Policy.

Personal data may be processed to create and manage Bookings, facilitate payments, communicate with customers and Storage Partners, provide support, investigate incidents, assess claims, prevent fraud and comply with legal obligations.

Where necessary for these purposes, relevant booking and incident information may be shared with the Storage Partner involved in the Booking and with service providers supporting the platform.

The Privacy Policy explains the categories of personal data processed, the purposes and legal bases of processing, relevant recipients, retention practices and the rights available to individuals under applicable data protection law.

The Privacy Policy should be read together with these Terms.

15. Third-Party Services and Links

The platform may use or link to third-party services, including payment providers and external websites.

Those services may be subject to separate terms and privacy policies. Luggage Nest does not control the content or operation of external websites merely because a link is provided.

This Section does not exclude any responsibility that Luggage Nest may have under applicable law for services it provides or for third-party arrangements for which it is legally responsible.

16. Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

Subject to that principle, each party is responsible for its own acts, omissions and obligations under the applicable contractual relationship.

Luggage Nest's role as an intermediary does not, by itself, make it the physical custodian of luggage held by a Storage Partner. However, Luggage Nest remains responsible for the platform services and other obligations for which it is legally responsible.

To the extent permitted by applicable law, Luggage Nest is not responsible for loss arising solely from the independent acts or omissions of a Storage Partner where Luggage Nest has not caused or contributed to that loss and is not otherwise legally responsible for it.

Nothing in this Section removes any applicable rights a customer may have against a Storage Partner in relation to the physical Storage Service.

Neither this Section nor any other provision of these Terms limits mandatory consumer rights, liability for fraud or any other liability that cannot lawfully be excluded or restricted.

17. Events Beyond Reasonable Control

A party will not be treated as having breached these Terms solely because performance is prevented by an event beyond its reasonable control, such as a natural disaster, serious public emergency, government restriction or widespread infrastructure failure.

This Section does not automatically cancel a confirmed Booking, eliminate obligations that remain capable of performance or remove any refund or other rights required by applicable law.

Where an event affects a Booking, Luggage Nest will use reasonable efforts to communicate the situation and explain the available options.

18. Complaints and Dispute Resolution

Customers who wish to raise a complaint should email support@lugginest.com, providing their Booking reference and a description of the issue.

Luggage Nest will review complaints within the scope of its responsibilities and may contact the relevant Storage Partner or service provider where necessary.

If a complaint concerns a claim under the Luggage Nest Protection Program, the customer should follow the notification and evidence requirements in Section 9.

Nothing in this Section prevents a customer from exercising any mandatory right to contact a consumer protection authority, use an applicable alternative dispute resolution procedure or bring legal proceedings before a competent court.

19. Governing Law and Jurisdiction

These Terms and any dispute arising from them are governed by the laws of the State of Texas, United States, except to the extent that mandatory law applicable to the customer or transaction requires otherwise.

Where mandatory consumer protection rules grant customers the right to bring proceedings in their country of residence or provide other non-waivable protections, those rights remain unaffected.

The competent courts will be determined in accordance with the applicable law.

20. Amendments to These Terms

Luggage Nest may amend these Terms when reasonably necessary to reflect changes to the platform, services, operational procedures, legal requirements or business arrangements.

The latest version will be published on the platform with its effective date.

Changes will not retroactively remove rights already accrued under a confirmed Booking, except where permitted by law or necessary to comply with a legal requirement.

Where applicable law requires advance notice or customer consent for a material change, Luggage Nest will comply with those requirements.

21. Severability

If any provision of these Terms is held to be invalid, unlawful or unenforceable, that provision will be applied to the maximum extent permitted by law or, where necessary, treated as severable from the remaining provisions.

The remaining provisions will continue in effect to the extent that they can operate lawfully without the affected provision.

22. No Waiver

A failure or delay by Luggage Nest in exercising a right under these Terms does not constitute a waiver of that right.

Any waiver must be assessed in accordance with applicable law and the circumstances in which it is given.

23. Entire Agreement

These Terms, together with the Privacy Policy and any additional terms expressly incorporated into a Booking, constitute the agreement governing the customer's use of the platform and the services covered by them.

If a specific Booking condition conflicts with these general Terms, the specific condition will prevail only to the extent that it expressly applies to the Booking and is consistent with applicable law.

Nothing in this Section excludes rights or obligations arising by operation of law.

24. Contact Information

For questions, booking issues, cancellations, complaints or claims, email support@lugginest.com. A claim for loss of or damage to luggage must follow Section 9.4, including the 24-hour notice.

Legal operator: Panda Raid LLC
Trading name: Luggage Nest
Registered address: 7345 West Sand Lake Road, STE 210 OFFICE 9170 Orlando, FL 32819, United States
Customer support and claims: support@lugginest.com
Legal correspondence: info@pandaraid.us